Help, training and services for managing your content
We provide ongoing support for agencies that have migrated to nsw.gov.au and now update and create their own content. Find out what is available.
Learning and development
We ensure all digital practitioners from our agency partners receive the training and support they need to create, manage and optimise their content on nsw.gov.au
This includes:
- advice and guidance from specialists
- self-paced training modules in our Learning Hub
- step-by-step how-to articles on the Help Hub
- regular refresher sessions, Content Community presentations, the Help Hub newsletter, training drop-in sessions for the content management system.
Learn the basics of creating and managing web content on nsw.gov.au using the Drupal content management system (CMS).
This training is for all new users, who must then pass a learning assessment to receive CMS access.
Learning resources are also provided for users who will use the CMS to create:
- grants
- events
- webforms
- media releases.
All modules are completed on our online learning management system, the nsw.gov.au Learning Hub.
Discover how to use Google Analytics to monitor and report on the performance of your nsw.gov.au content.
Completion of this training is required to receive access to Google Analytics.
Agency partners receive ongoing guidance from OneCX Program subject matter experts across content, analytics, SEO, and social media.
Service level: Investigation with updates – Within 2 business days (P3 priority).
Access online learning and support resources to create and manage your website content.
These resources include video courses on the Learning Hub, articles on the Help Hub knowledge base, and the CMS Content Guides.
Service level: ongoing
Content support and guidance
Agency partners can access support and guidance from our content advisors to help create clear and accessible content for our customers.
The nsw.gov.au Help Hub is our dedicated service offering ongoing support for NSW Government agencies.
It’s the digital library containing articles and information about working on nsw.gov.au. Use the nsw.gov.au Help Hub to:
- find step-by-step guides on how to create the best content for nsw.gov.au
- learn what's new in the CMS with our weekly Release Notes
- submit requests for assistance from specialised support teams.
We'll keep you informed so you can optimise your content on nsw.gov.au.
You can access the following resources when you log in to the nsw.gov.au Help Hub:
- Fortnightly Help Hub newsletter for CMS users delivering the latest updates, release notes and optimisations on nsw.gov.au.
- Monthly OneCX Program newsletter providing updates on the latest migrations and performance of the program.
- Content community sessions that showcase new features, and provide guidance.
You'll also see pop ups and banners when you log in to the CMS that will alert you to any urgent actions or planned releases.
Do you have a request?
All requestable services are accessed through the Help Hub, including:
- new users and access support
- page edits and new build requests
- new features and enhancements
- bugs and system support.
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User experience (UX)
We are committed to the ongoing optimisation of nsw.gov.au to ensure all customers can easily find, understand and use the site.
We optimise the user experience for the nsw.gov.au site through:
- user research
- usability testing
- user interface (UI) design.
It also includes the management of the nsw.gov.au design system.
Service level: ongoing
We perform continual improvements to make nsw.gov.au accessible for people with disability.
We do this by ensuring site components and the design system are compliant with industry accessibility standards such as WCAG 2.1.
Service level: ongoing
We ensure culturally and linguistically diverse (CALD) audiences have equitable access to nsw.gov.au through the translation and localisation of content.
Service level: ongoing
Platform
We manage the site infrastructure of nsw.gov.au, ensuring it is a fast, secure, feature-rich platform to support great customer experiences.
The OneCX Program team manages the platform behind the nsw.gov.au site, including web hosting, performance, maintenance, and bug fixes.
Service level: ongoing
We ensure nsw.gov.au infrastructure is safe and secure, protecting customers privacy in compliance with Australian data privacy and cybersecurity standards.
Service level: ongoing
Global features and functionality are developed by the OneCX Program team to ensure the nsw.gov.au platform is feature-rich for our agency partners.
This includes new feature development and quality assurance (QA) testing.
Service level: ongoing
Search and site optimisation
The OneCX Program team provides services to improve the findability of our agency partners’ content on search engines and nsw.gov.au’s site search.
We provide guidance and recommendations to improve the findability of agency partner content on search engines, such as Google.
Service level – Investigation with updates: Within 5 business days (P4 priority).
To improve the findability of website content on nsw.gov.au's internal search function, we:
- undertake maintenance
- provide guidance and recommendations to agency partners.
Service level – Investigation with updates: Within 5 business days (P4 priority).
We optimise agency partner content through A/B and multivariate testing of design options supplied by the agency. This service involves idea evaluation, planning, execution, and reporting.
Service level:
- Brief and scope: Within 5 business days (P4 priority).
- Implementation: Subject to project complexity.
We work with our agency partners to present site users with unique, tailored experiences. This may include personalised suggested topics, images, navigation and more.
Service level:
- Brief and scope: Within 5 business days (P4 priority).
- Implementation: Subject to project complexity.
Ongoing optimisation to ensure the findability of content on nsw.gov.au through external and internal search. This includes SEO, site search changes, and ongoing monitoring and reporting of search traffic.
Service level: ongoing
Analytics and insights
We provide agency partners with guidance and support for Google Analytics (GA) to help drive the continuous optimisation of content through data and insights.
Agencies are provided training and then receive self-serve access to Google Analytics. Agencies are responsible for their own content reporting.
We provide support and guidance for questions, issues or bugs related to website reporting data and Google Analytics.
Service level – Investigation with updates: Within 5 business days (P4 priority)
We can assist with deployment of approved third-party Google advertising tags/pixels (Floodlights) on your nsw.gov.au landing page to support government advertising campaign performance reporting.
Read our web analytics collection notice.
Service level – Investigation with updates: Within 5 business days (P4 priority)
We provide ongoing management of a sitewide Google Analytics framework to support tracking and reporting of website traffic performance on nsw.gov.au.
Service level: ongoing
User management
We simplify the management of users and their access levels by handling this for our agency partners.
We can create a new account or change access levels across range of software solutions, including the Drupal CMS, Google Analytics, and the nsw.gov.au Help Hub.
We provide management of our agency partners’ access to software solutions including Drupal, Google Analytics, Help Hub and Siteimprove.
Service level – Investigation with updates: Within 2 business days (P3 priority).
Service level agreement (SLA) prioritisation
A widespread issue that affects all website users, impedes core business functions, or causes major negative impact to NSW Government reputation.
Response: ASAP/30 minutes.
Investigation with updates:
- Within 1 hour (during support hours).
- Within 2 hours (outside support hours).
- Issue resolved above all other tasks.
An issue that affects many website users, causes major errors within the production environment, and may cause major negative impact to NSW Government reputation.
Acknowledged: 30 minutes.
Investigation with updates:
- Within 2 hours (during support hours).
- Within 4 hours (outside support hours).
- Issue resolved as a priority.
An issue that affects some website users, impedes website management, and has minimal negative impact to NSW Government reputation.
Acknowledged: Within 1 business day.
Investigation with updates: Within 2 business days.
An issue that affects a small number of website users, does not affect website management or performance, and has minimal negative impact to NSW Government reputation.
Acknowledged: Within 2 business days.
Investigation with updates: Within 5 business days.